Director of Account Management

Bachelor’s Degree – open to any field of study
5+ years of experience in leading marketing, sales, or customer success teams or a similar Director role
Digital agency experience is a plus
Service, Digital Marketing, Technology, Tech Consulting, or Software Service Background
Experience managing and maintaining a highly engaged and motivated team
Proven ability to create processes that streamline operations
Proven track record and passion for client service, sales, and surpassing goals
Experience working with customers to resolve escalated client challenges at a Director level

Act as the direct manager for 2-4 assistant managers (we call them coaches), providing guidance, mentorship, and support, and effectively oversee a team of ~40 indirect reports
Foster a culture of collaboration, innovation, and continuous improvement
Demonstrate personal coaching capabilities by assimilating into a direct team initially, leading by example in team management and client interactions
Oversee team member performance, including performance escalations, reviews, and talent retention strategies
Develop creative solutions for upskilling and training to enhance team capabilities and drive results
Monitor and manage key performance indicators (KPIs), service metrics, and delivery across teams to ensure client satisfaction and retention
Maintain a strong client service mindset, proactively identifying client needs and delivering innovative solutions
Collaborate with teams to address client escalations and drive client-centric outcomes
Foster strong intra-departmental and inter-departmental communication to inform processes and drive results
Facilitate collaboration between teams and departments
Apply second and third-order thinking to anticipate challenges and opportunities, guiding teams towards strategic objectives
Measure success based on core metrics, including Client Retention, Client NPS, Upsells, Team Talent, eNPS, and Team Retention, ensuring alignment with departmental goals and FX values